IT Support Analyst with 8+ Years Enterprise Experience

Sabir H Allah

Plainfield, NJ ***** 484-***-**** *****.*****@*****.***

SUMMARY

IT Support Analyst with over eight years of enterprise desktop and mobile device support, including Windows, macOS, iOS and Android platforms. Proven expertise in troubleshooting hardware and software issues, break/fix repairs for printers and PCs, and managing tickets through ServiceNow. Skilled at developing procedures and collaborating with cross-functional teams to maintain security standards and meet service level targets.

SKILLS

•Operating Systems: Windows 98, Windows 2000, Windows XP, Windows 7, Unix, Linux, iOS / Mac Experience

•Certifications: MOUS Certified Training, Network+ Certified, CCNA Certified Training, MCSA & MCSE Certified Training, A+ Various Hardware & Operating Systems

•Software & Tools: Microsoft Office 2003, MS Outlook, Oracle 8, Borland Turbo C, JBuilder 6, JBuilder 10, NetDocs, Trackwise, Heat, LIMS

•Networking & Directory Services: storage on company domain via AD & SCCM

•Hardware & Security: Hard drive encryption

•Mac & Mobile Support: MAC imaging, MAC troubleshooting software & applications, MAC software installation, MAC installation and syncing of company phones

EDUCATION

DeVry University

EXPERIENCE

Sabir Allah Technical Services, LLC 2017 - Present

Clients:

Wipro/Sybex (03/2025-09/2025) Adecco/ Qai (11/2024 – 12/2024)

Service Global / TCS Baxter (11/2023 – 10/2024) Solvay (05/2023 – 08/2023)

Conduent (02/2022 – 06/2022)

NTTData (04/2019 – 06/2019, 11/2020 – 02/2022) St. Peter’s University (05/2019 – 10/2020) Wells Fargo (03/2019 – 05/2019)

GoToIT / CompuCom / Cigna (2017 – 2019) A3 / Onin Staffing (2017 – 2019, 2024)

•Enterprise desktop support for Windows 7 and 10 and mac os, using SCCM for upgrades and refresh. Provided support for MS Office (2007, 2010,

365), IE, Outlook, and password resets. Utilized ServiceNow ticketing system for tracking and resolving incidents. Performed break/fix hardware maintenance on printers and PCs and installed/configured computer hardware, software, systems, printers, and scanners.

•Network troubleshooting: connectivity, pinging routers (remote and on-site). Monitored and maintained computer systems and networks, including applying hard drive encryption policies via group policy. Provided regular maintenance and servicing of equipment, including computers and printers. Managed refresh processes, Rave Database System, Zendesk, and FTP storage of spreadsheets on WinSCP. Maintained inventories of hardware and trained users when necessary.

• Processed user account permissions, passwords, creation, updates, and inactivation of users. Extracted data from site-specific locations to create Excel spreadsheet records and supported iOS and Android mobile device management. Adjusted user email access and managed router configurations, connectivity issues, and remote site support.

• Trained end-users on networking best practices, security protocols, and system updates. Led troubleshooting for remote teams via VPN and other remote access solutions. Gained expertise in Cisco networking tools while pursuing additional certifications (e.g., CCNA). Configured and maintained VoIP networks, ensuring seamless communication across sites. Knowledge of fundamental networking concepts, including network fundamentals, network access, IP connectivity, IP services, security fundamentals, and automation and programmability.

• Provided Tier 1 and 2 support of end users and collaborated with IT support team members and engineers for problem resolutions. Supported VIP escalations. Troubleshot Apple and Windows computers, smartphones, tablets, printers, and IoT devices. Performed hardware and software upgrades and component-level repairs. Configured and maintained Cisco networking devices and assisted with PBX and VoIP network installations to ensure optimal performance and security.

CDI/AECOM IT Support Technician 2015 - 2017

•Provided on-site and remote desktop support to end users using ServiceNow for incident management.

•Windows Support: XP, 7, 10, MS Office Suite. Responsible for hardware and software upgrades and troubleshooting.

•Printer repair support – break/fix, troubleshooting, maintenance kits, network monitoring (Dell, HP, IBM, Lenovo, Lexmark).

•Troubleshoot software and hardware issues with remote users.

•Perform installs, moves, adds, and changes.

•Provided support to users to diagnose, troubleshoot, and resolve related problems.

•Setup, configure, install, and support all PC equipment and peripherals.

•Hardware, software, and networking troubleshooting and repair.

•Diagnosing and repairing Windows desktop and laptop.

•Break/fix – taking computers apart and repairing them from the minutest component.

•PC peripherals repair and troubleshooting.

•Verified and tracked customers with connectivity issues that needed resolution were resolved in accordance with service agreements.

•Preparing systems for redeployment by ensuring that system reused had all the basic approved software installed.

•Preparing systems for retirement by using company-approved methods for wiping them clean of all data.

Associates, Information Systems

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